Junior First Line Analyst
6 days ago
The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.
**Requirements**:
ESSENTIAL QUALIFICATIONS:
- Demonstrable LAN Admin experience in similar environment
- Matric Education
- Good communication skills
- Ability to work under pressure / in a pressurised environment
- Ability to address and resolve problems, when they arise
- Time management and organisation skills - prioritising own workload
- Team working
- Customer care skills - ability to listen to and understand the customer’s needs
- Able to work on own initiative
- Good understanding of operating systems (e.g. Windows 10)
- Good understanding of LAN OS (e.g. Active Directory, Unix, & Windows 10)
- Good understanding of LAN Architecture & Cabling Topologies - to manufacturer accredited level
- Good understanding of network protocols & WAN architecture - to manufacturer accredited level
- Good knowledge of PC hardware & software configuration
- Understanding of Call Management systems
Desirable Qualifications
- A+
- N+
- ITIL Foundations
- Service Now and ITSM experience
Technical 65%
Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests
Alert the Service Desk of any Server / Network failures or potential failures
Monitor server and network capacities, ensuring critical thresholds are not exceeded
People Management 20%
Communicate all progress of requests to customers.
Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.
Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate
Escalate potential service issues, where appropriate.
Provide cover for other service analysts in their absence.
Administration 15%
Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.
Provide documentation for addition to the site procedures file on all Network Administration tasks
Ensure that out-standing requests are kept within acceptable levels.
Accurately complete Computacenter forms (holidays, training, sickness etc)
Attend Team and Sector meetings.
Please Note: For this role, you may require access to sensitive customer financial information.
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